Question 1

What is an online reputation management software?

Accepted Answer

An online reputation management software, or review software, helps you build a strong online presence and boost credibility with your potential customers using reviews. A good review software should let you solicit reviews from your present and past customers, help you with customer review management across sites, and leverage reviews wherever they’re likely to be noticed by your customers.

Question 2

Why is online reputation management important?

Accepted Answer

98% of customers read online reviews before buying a product. An online review management platform helps you build credibility with potential customers using reviews. It also boosts your SEO and helps you attract more customers on Google.

Question 3

What are the key capabilities within Birdeye Reviews?

Accepted Answer

Birdeye Reviews lets you:Generate and manage reviews from 200+ review sitesManage all customer communication from one inboxRespond to reviews easily with templates and rulesAmplify reviews to your website, social, paid ads, and searchTrack reviews, NPS, response times, and more from one dashboard

Question 4

How much does Birdeye Reviews cost?

Accepted Answer

Birdeye offers plans that are customised for your business based on the number of locations you operate and the solutions that you need. Take a look at our pricing page for more details.

Question 5

What reporting capabilities do I have with Birdeye Reviews?

Accepted Answer

Birdeye gives you complete visibility into your online reputation management program. You can track reviews over time or by location, review sites, region, or country. You can also know the response times and response rates at a location or individual level. In addition, by adding Birdeye Insights, you can also uncover the customer sentiment and top themes in your customer feedback so that you can improve your products and services consistently.

Question 6

Can I ask my customers to review my business?

Accepted Answer

Yes, you should. Customers talk about their brand experiences all the time - be it with family and friends or on social media and online forums. Soliciting reviews helps you channel customer feedback to your brand’s advantage and build a strong online reputation. It also uncovers insights that can help you improve your products and services.

Question 7

Can I exclude unhappy customers from my review campaigns?

Accepted Answer

We recommend that you send review requests to all your customers so that your online reputation is a true reflection of your brand’s customer experience. Consumers understand that no brand is perfect, and a couple of bad reviews actually make your business look genuine. Excluding unhappy customers from review campaigns can also amount to review gating, which might lead to penalties from Google or other legal and financial damages for your brand.

Question 8

Should I offer incentives in exchange for reviews?

Accepted Answer

We strongly recommend that you don’t offer incentives in exchange for reviews. While this approach might seem appealing to get more positive reviews, it comes with inherent risks that might damage your brand in the long run. Firstly, consumers today are savvy and can easily see through such tactics, which might lead to an irreparable loss of trust. Secondly, Google is against review gating, which includes offering incentives for reviews. Upon detection, Google might suspend or terminate your business profile which can be detrimental for your brand.

Question 9

Should I send my customers reminders to leave reviews?

Accepted Answer

Yes, you can. However, we recommend not being too pushy when asking for reviews. Birdeye allows you to automatically send a reminder email with a customisable delay in case customers don’t respond to your initial outreach.

Question 10

What is the best time to respond to reviews?

Accepted Answer

You should respond to a review, whether good or bad, within 24 hours. This is important in preventing issues from blowing up on channels like social media and in building a reputation for your brand as one that cares for its customers' feedback. Birdeye offers you the ability to build custom templates and response rules, making sure no review goes unanswered.

Question 11

How should I deal with negative reviews?

Accepted Answer

Getting an odd negative review is completely normal, as it’s not possible to satisfy each and every customer. The first thing you should do is respond to the negative review in a personalised and empathetic manner. Next, if the issue can be fixed, turn the negative review into a customer service ticket and resolve it the soonest you can. Once this is done, you can ask the reviewer for a second chance and request them to update their review.

Question 12

How can I get rid of spam or defamatory reviews?

Accepted Answer

You can report slanderous or fake reviews to the respective review site like Google or Facebook. After running their own checks, these platforms can help you take down reviews that are not genuine.

Question 13

Why should I market my reviews?

Accepted Answer

Online reviews are the currency of the modern customer experience. Featuring reviews wherever your potential customers are likely to look helps you build trust, improves your brand visibility, and wins you more customers.

Question 14

Can I exclude negative reviews from showing up on my website?

Accepted Answer

We recommend that you feature all the latest reviews on your website, irrespective of the rating. This will help your brand look genuine and prevent penalties from Google against review gating practices.

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